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Lecture 3

Front Office Operations Week 3

7 Pages
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Department
Hospitality
Course Code
HOSF1095
Professor
Adam Fikis

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Front Office Operations
Adam Fikis Week # 3
1. The Guest Cycle
Pre-Arrival
Reservations; guest folio
Arrival
Full-service: uniformed staff at entrance
Registration
Establishment of credit
Pre-Arrival
Arrival
Occupancy
Departure
Room Types: Single, double, triple, quad, queen, king, twin, double-
double, studio, mini-suite or junior suite, suite, connecting, adjoining,
adjacent
Occupancy
Coordinating guest services
Guest relations
Security
Posting of charges
Night audit
Departure
Check-out
Guest history file
Account settlement
Late charges
2. Room Status Terminology
Occupied: A guest is currently registered to the room.
Complimentary: The room is occupied, but the guest is assessed no charge
for its use.
Stayover: The guest is not expected to check out today and will remain at
least one more night.
On-change: The guest has departed, but the room has not yet been cleaned
and readied for resale.
Do not disturb: The guest has requested not to be disturbed.
Sleep out: A guest is registered to the room, but the bed has not been used.

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Description
Front Office Operations Adam Fikis Week #3 1. The Guest Cycle Pre-Arrival Departure Arrival Occupancy Pre-Arrival  Reservations; guest folio Arrival  Full-service: uniformed staff at entrance  Registration  Establishment of credit  Room Types: Single, double, triple, quad, queen, king, twin, double- double, studio, mini-suite or junior suite, suite, connecting, adjoining, adjacent Occupancy  Coordinating guest services  Guest relations  Security  Posting of charges  Night audit Departure  Check-out  Guest history file  Account settlement  Late charges 2. Room Status Terminology Occupied: A guest is currently registered to the room. Complimentary: The room is occupied, but the guest is assessed no charge for its use. Stayover: The guest is not expected to check out today and will remain at least one more night. On-change: The guest has departed, but the room has not yet been cleaned and readied for resale. Do not disturb: The guest has requested not to be disturbed. Sleep –out: A guest is registered to the room, but the bed has not been used. Skipper: The guest has left the hotel without making arrangements to settle his or her account. Sleeper: The guest has settled his or her account and left the hotel, but the front office staff has failed to properly update the room’s status. Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest. Out-of-order: The room cannot be assigned to a guest. A room may be out- of-order for a variety of reasons, including the need for maintenance, refurbishing, and extensive cleaning. Lock-out: The room has been locked so that the guest cannot re-enter until he or she is cleared by a hotel official. DNCO(did not check out): The guest made arrangements to settle his or her account (and thus is not a skipper), but has left without informing the front office. Due out: The room is expected to become vacant after the following day’s check-out time. Check-out: The guest has settled his or her account, returned the room keys, and left the hotel. Late check-out: The guest has requested and is being allowed to check out later than the hotel’s standard check-out time. 3. Room Type Definitions Single: A room assigned to one person. May have one or more beds. Double: A room assigned to two people. May have one or more beds. Triple: A room assigned to three people. May have two or more beds. Quad: A room assigned to four people. May have two or more beds. Queen: A room with a queen-size bed. May be occupied by one or more people. King: A room with a king-size bed. May be occupied by one or more people. Twin: A room with two twin beds. May be occupied by one or more people. Double-double: A room with two double(or perhaps queen) beds. May be occupied by one or more people. Studio: A room with a studio bed- a couch that can be converted into a bed. May also have an additional bed. Mini-suite or junior suite: A single room with a bed and a sitting area. Sometimes the sleeping area is in a bedroom separate from the parlor or living room. Suite: A parlor or living room connected to one or more bedrooms. Connecting rooms: Rooms with individual entrance doors from the outside and a connecting door between. Guests can move between rooms without going through the hallway. Adjoining rooms: Rooms with
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